My shopping trip to SM Megamall a few weeks back might have been an omen. I swore never to come back to Sugarhouse, that deli cum bake shop whose smashing and best seller apple pie has now shrunk to a miniscule for a hundred and fifty pesos a slice, topped with a small scoop of cream. I swore too that the scoop of cream tasted a bit off - rancid, I should say. I asked for a cup of water (i.e. paper cup) – I knew they no longer served water in glasses since they moved from the bridgeway. They would sell you bottled water even if you’re choking to death. How horrible. More recently, I looked for its other outlet in the basement to give in to my sweet tooth. I couldn’t find it, has it lost that business too?
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My cable provider is SkyCable by reason of default although I wanted Destiny. The condo building only has provisions for SkyCable, why argue. Last month, I noticed the images on my TV were reddish brown going darker the longer it stayed on. I called SkyCable for technical support and to troubleshoot my connection over the phone -- ahhhh that very familiar unplug and replug from the power source and the cords behind the Digibox. It was worked after. The next day it was the same reddish brown picture and much as I didn’t feel I wanted to get cheated for the monthly advanced charges, I couldn’t bear losing the television next to Sleepasil.
I settled for a tech dispatch rather than a replacement of my Digibox. As a challenge, the customer service representative said I would be charged three hundred fifty pesos if it were a TV trouble and if their technician would fix it. Okay, fine whatever. Ten days gone, the technician had not shown up. I learned the SkyCable crew attempted to see me in the morning while I specifically told at least 3 representatives that I can only be home from 2pm. Does that give you an idea how many times I called?
Two instances I was on the phone with representatives, I asked for a supervisor which is a normal way of getting things done if not satisfied. I was put on hold, and, under any stretch of normal understanding can’t believe this happened for longer than 10 minutes that I had to vent my anger on Facebook. Oh yes, they came after a friend helped talk to SkyCable – it was my TV I acknowledged but what’s the deal? One of the representatives offered a discount for bad their lousy customer service? Or couldn’t answer my questions? Or for not handing me to her supervisor? Next horror, I received my bill and SkyCable overcharged me some Php120.00. Heaven forgive.
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Choosing between Globe landline and PLDT for my internet was a no brainer. I knew I could rely on PLDT’s backbone for my DSL. I was on dial-up before, and my friends would call me that my phone was busy and I had to get off the internet. For two years now my DSL hasn’t failed me…or thought it did until I myself fixed the problem.
My office’s Outlook Web email application was reformatted to accommodate larger bytes. On the first 3 weeks of this new version, I couldn’t send email nor reply to any using any browser, e.g., Internet Explorer, Mozilla Firefox and Google Chrome. PLDT’s technical support couldn’t figure it out either… there at least I got to talk to a supervisor. We exchanged information, modem brand, server and port numbers and such. After my fifth call to PLDT’s technical support hotline, I ventured to download Opera, another browser that’s hitting the ‘Net waves. Voila, there came my email… in light version but now can reply and send emails.
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“Ma’m, ano po hinahanap niyo.” Oh wow, I said to myself, finally a proactive attendant at the nearby mall. “Prunes,” I repeated at least 4 times, he couldn’t even pronounce it. Oh nevermind, I turned around and went in a huff.
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“Saan ba dito mga Cardigan?” Doon po… “Saan ba dito ang Cardigan?” Doon po…. “Saan ba dito mga Cardigan?” “Ma’am ano po ba Cardigan?” At a department store in Makati, the one that has a long catwalk going to Greenbelt.
Friday, November 18, 2011
Sunday, July 31, 2011
Take for instance non-government organizations, or not-for-profit organizations that market programs in high traffic areas like the malls. One relatively, leisurely day for me at the nearby mall, a corporate-clad lady approached me and since I felt magnanimous at that certain instance, I sat down with her to listen. She started comparing me, for one, my fake pearl earrings to hers, and to some soap opera queen who had faded to oblivion.
I had notions of the worthiness of the WWF program and wanted to know more about volunteering perhaps, like building homes or planting seeds/trees. I knew she was sizing me up or in brief, probing. Of course she had to ask if I had a credit card to pay the membership fee. That was the clincher…as I stood to leave, she asked how many children I have and their ages, “old na rin?”
Legend Villas used to be a motel, someone told me. It’s located along Pioneer Street, just before the tunnel and a walking distance from where I work and live. Years ago, when it was undergoing a face change, I dared have my children’s joint birthday party by the pool. They were if I recall, in early high school or senior.
Two years into this job, I had joined Christmas Parties in suites there that had fine amenities and more importantly, space to hold some 15 to 20 of us, where we played games, sang and dance, ate and slept especially those that lived far. I’d always just walked home.
Lunch at Legend Villas could be a delightful experience with interesting foods, couple that with a conversion with Chef Gilbert who studied culinary arts in New York. My friend managed to wangle a free cup of steaming coffee, microwaved twice as she demurely demolished two cute servings of Brazo de Mercedes. In other places, you’d have to see hair underneath your salad to get something free.
At the downstairs Mini-Stop, one of those days when I had to sleep and couldn’t, I decided to get myself some fancy vodka rather than take a trip to Mercury or Watson’s for my usual Sleepasil, but that would have required changing costume from my usual tee and shorts. When paying, I noticed the store helper had a grin on his face who braved asking me, “di kayo makatulog ma’am?” I mean, what would have prevented me from having him fired? Duh.
I had notions of the worthiness of the WWF program and wanted to know more about volunteering perhaps, like building homes or planting seeds/trees. I knew she was sizing me up or in brief, probing. Of course she had to ask if I had a credit card to pay the membership fee. That was the clincher…as I stood to leave, she asked how many children I have and their ages, “old na rin?”
Legend Villas used to be a motel, someone told me. It’s located along Pioneer Street, just before the tunnel and a walking distance from where I work and live. Years ago, when it was undergoing a face change, I dared have my children’s joint birthday party by the pool. They were if I recall, in early high school or senior.
Two years into this job, I had joined Christmas Parties in suites there that had fine amenities and more importantly, space to hold some 15 to 20 of us, where we played games, sang and dance, ate and slept especially those that lived far. I’d always just walked home.
Lunch at Legend Villas could be a delightful experience with interesting foods, couple that with a conversion with Chef Gilbert who studied culinary arts in New York. My friend managed to wangle a free cup of steaming coffee, microwaved twice as she demurely demolished two cute servings of Brazo de Mercedes. In other places, you’d have to see hair underneath your salad to get something free.
At the downstairs Mini-Stop, one of those days when I had to sleep and couldn’t, I decided to get myself some fancy vodka rather than take a trip to Mercury or Watson’s for my usual Sleepasil, but that would have required changing costume from my usual tee and shorts. When paying, I noticed the store helper had a grin on his face who braved asking me, “di kayo makatulog ma’am?” I mean, what would have prevented me from having him fired? Duh.
Saturday, May 28, 2011
CUSTOMER SERVICE WITHOUT REALLY TRYING
Herewith starts my collection of anecdotes on customer service, how to win or lose in the game. While this is in random order, I must admit what comes to mind is that which generates the loudest laughter when told to others or the most irritant. Any which way is fine for as long as you get to your audience’s mindshare - something I learned from advertising in my previous life.
I remember my brother Tony in California asked if I wanted to be brought to a place where for 30 minutes and for a certain fee, you will be made to laugh or be tickled to death. Choose your wild…
At Robinson’s Forum Mall one afternoon while waiting to pay my bills, I browsed for a pair of shorts for an out of town activity. A sales lady asked what kind and innocently enough, she blurted “formal?" I didn’t know how to respond except to divert attention and gazed my eyes a few meters away. She went on to point to another rack, as perhaps she had processed that I may be looking for something less formal. Here she said we have “pekpek” shorts… I nearly fainted.
Having been in the apartment where my children and I had stashed our personal effects in Antipolo, where it was hot and humid, I bought a bottle of flavored water at Budget Lane to quench my thirst. The bag boy was quick to offer a plastic bag…that was nice. At Mini-Stop on the ground floor where I work, they’d even tag your bottle with a tiny sticker if you don’t want a plastic bag. Thumbs up!
A couple of years ago thereabouts, at Budget Lane I bought a reconditioned cellphone for a couple of thousand pesos. This was after my bag was stolen at a food court in Gateway, Cubao. Overnight, I had the chance to tinker with the cellphone (it came without a manual), discovered it was disappointingly not sending SMS. I took it back the next day, had to call Budget Lane’s security to help convince the store personnel they had a bad product. To clarify, the store was not Budget Lane but one of those booths lined on the entrance.
Down the road, I bought a reconditioned one at St. Francis Square which is now what my “yaya” uses and which serves as my tool to call her for duty here at the condo.
Years ago when I could afford a bag in the vicinity of ten thousand pesos, I’d go to Rustan’s. I got a branded one for around that much, black, and of some animal hide. I flaunted it at work, displayed it on my shelf but those whose noses were sensitive would ask, what’s that smell? Really, it smelled like “longgoniza” and I too could smell it permeating my room. I took it back in exchange for other items not without a sales lady offering me a loyalty card. Heller!
St. Luke’s Hospital is one of my favorites. I’d go there for check ups, emergencies, treatments, and to visit family and friends who were confined. It now has Lea Salonga as its endorser, whom I saw in the flesh at the Cultural Center of the Philippines for “Cats.” Comparing, I had a more enjoyable time seeing “Legally Blonde” that starred a local Filipina talent of less celebrity status.
As you enter the Cathedral Heights building, you would see Lea Salonga’s banner with some copy that one would find difficult to relate to. I thought what she was trying to say was St. Luke’s had a heart if I recall her hand language. Same entrance across her banner, was this wellness banner showing legs with varicose veins. It was like a left handed complement.
If you ask what I was doing at St. Luke’s… I was there to consult with my orthopedic doctor for my cervical spondylosis episode which necessitated physical therapy sessions. My PT was great, if you want a referral I can give you her name and cellphone number. However, I will purge the orthopedic doctor from my list. She wasted my time waiting for an hour and a half when she and her assistant knew very well they both had to be out for a conference or a workshop. I walked out in fact.
I remember my brother Tony in California asked if I wanted to be brought to a place where for 30 minutes and for a certain fee, you will be made to laugh or be tickled to death. Choose your wild…
At Robinson’s Forum Mall one afternoon while waiting to pay my bills, I browsed for a pair of shorts for an out of town activity. A sales lady asked what kind and innocently enough, she blurted “formal?" I didn’t know how to respond except to divert attention and gazed my eyes a few meters away. She went on to point to another rack, as perhaps she had processed that I may be looking for something less formal. Here she said we have “pekpek” shorts… I nearly fainted.
Having been in the apartment where my children and I had stashed our personal effects in Antipolo, where it was hot and humid, I bought a bottle of flavored water at Budget Lane to quench my thirst. The bag boy was quick to offer a plastic bag…that was nice. At Mini-Stop on the ground floor where I work, they’d even tag your bottle with a tiny sticker if you don’t want a plastic bag. Thumbs up!
A couple of years ago thereabouts, at Budget Lane I bought a reconditioned cellphone for a couple of thousand pesos. This was after my bag was stolen at a food court in Gateway, Cubao. Overnight, I had the chance to tinker with the cellphone (it came without a manual), discovered it was disappointingly not sending SMS. I took it back the next day, had to call Budget Lane’s security to help convince the store personnel they had a bad product. To clarify, the store was not Budget Lane but one of those booths lined on the entrance.
Down the road, I bought a reconditioned one at St. Francis Square which is now what my “yaya” uses and which serves as my tool to call her for duty here at the condo.
Years ago when I could afford a bag in the vicinity of ten thousand pesos, I’d go to Rustan’s. I got a branded one for around that much, black, and of some animal hide. I flaunted it at work, displayed it on my shelf but those whose noses were sensitive would ask, what’s that smell? Really, it smelled like “longgoniza” and I too could smell it permeating my room. I took it back in exchange for other items not without a sales lady offering me a loyalty card. Heller!
St. Luke’s Hospital is one of my favorites. I’d go there for check ups, emergencies, treatments, and to visit family and friends who were confined. It now has Lea Salonga as its endorser, whom I saw in the flesh at the Cultural Center of the Philippines for “Cats.” Comparing, I had a more enjoyable time seeing “Legally Blonde” that starred a local Filipina talent of less celebrity status.
As you enter the Cathedral Heights building, you would see Lea Salonga’s banner with some copy that one would find difficult to relate to. I thought what she was trying to say was St. Luke’s had a heart if I recall her hand language. Same entrance across her banner, was this wellness banner showing legs with varicose veins. It was like a left handed complement.
If you ask what I was doing at St. Luke’s… I was there to consult with my orthopedic doctor for my cervical spondylosis episode which necessitated physical therapy sessions. My PT was great, if you want a referral I can give you her name and cellphone number. However, I will purge the orthopedic doctor from my list. She wasted my time waiting for an hour and a half when she and her assistant knew very well they both had to be out for a conference or a workshop. I walked out in fact.
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